Production Services Specialist ll

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Position Summary:

Seeking a highly motivated and detail-oriented application production services & engineering specialist to join our APS&E Traded Products team. In this role, you will be responsible for providing hands on production support for core services including supporting Credit, Market Risk, Collateral business and regulatory reporting to Irish, Israel and Austria exchanges.

This is a great opportunity to work in a fast-paced environment, supporting mission critical systems for our PB and Collateral clients and collaborating closely with development, operations, and business teams to maintain and improve the overall production support capabilities.

Job Description:
This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Responsibilities:

• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

Required Qualifications:

• Will be required to be on a rotational call and periodic weekends
• This is a second shift position
• 5+ years of hands-on experience in Application support/development, ensuring stability for critical production platforms in a global, team-oriented environment.
• Experience with distributed application platforms: Windows, UNIX, LINUX, SQL.
• Ability to lead triage and solve production outage situations under tight deadlines, including root cause and problem resolution follow-ups.
• Experienced on monitoring tools such as Splunk, Dynatrace, ITRS Geneos
• Knowledge of Equities asset class and related trade processing flows. 
• Programming skills: Python, Unix/scripting, Java  
• Excellent verbal and written communication skills.
• Knowledge of ITIL & SDLC principles and execution
• Experience in coordinating with offshore/onshore support, business, vendor, and infrastructure partners. 
• UNIX / Linux OS, knowledge of scripting languages – python or perl
• Good writing SQLs using joins.
• Have experience supporting large applications using webserver, databases on UNIX platforms.
• Troubleshooting skills to analyze slow query performance, memory, IO utilizations.
• Experience with monitoring tools; e.g. Dynatrace, Splunk, ITRS Geneos
• ITIL (Remedy/ServiceNow), Jira

Desired Qualifications:

• Hands on experience providing direct support to front/back office applications.
• Results oriented, must be able to effectively collaborate with developers and business users to find solutions.

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

Shift:

2nd shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Jersey City - 101 Hudson St - 101 Hudson (NJ2101), US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)

Pay and benefits information

Pay range$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.